Job Description
Solution Architect Product Experience
Remote
UNITED STATES /
SERVICES – CUSTOMER SERVICES /
FULL TIME
/ REMOTE
About Highspot
Highspot helps sales teams improve customer conversations and achieve their revenue goals. From content optimization and performance analytics to in-context training, guided selling, and more, the Highspot platform delivers enterprise-ready features in a modern design that sales reps and marketers love. Using Highspot, marketing leaders have deep insights and analytics into the performance and influenced revenue of content, campaigns, and marketing assets. What makes the solution special? It’s loved by sales reps globally, and is the #1 rated sales enablement platform on G2 Crowd.
We are committed to diversity as both a moral and business imperative.
About the Role
The Solution Architect, Product Experience will own building, launching, and continually refining programs that effectively translate Customer and Services experiences to our Product organization. The right candidate for this role will be comfortable with ambiguity and will love building sustainable (and ideally, self-sustaining) programs, processes, and relationships that support our mission to delight customers at every turn. As Highspot’s customer base and customer-facing teams continue to expand rapidly, this person will ensure our product development teams never lose sight of the customer experience and the account teams that support it. This role will collaborate closely with our customer-facing teams within Services including Support, Services Engineering, Services Team Members, and Services Enablement as well as with our partners in the Product organization (Product Management, Engineering, QA, and Design) and occasionally Account Management and Product Marketing.
What You’ll Do
- Act as a trusted product and customer advisor, proactively developing insights from Highspot customer-facing communities to identify needs and develop plans for resolution.
- Engage directly with customers and services team members to deeply understand the joys and challenges of working with the Highspot product. Synthesize multiple perspectives into actionable recommendations for our product teams.
- Partner across Services and Product teams to advocate for the best customer experience possible.
- Create and manage feedback loops between the customer and services team community and Highspot product teams.
- Build and scale tooling, systems, and processes to ensure that frontline account teams across the globe have everything they need to help customers maximize the value of Highspot to their organization.
- Leverage broad knowledge of customers, partners, and internal groups to advise on strategies and solutions to enhance the customer experience and help customers get more value from the Highspot platform.
- Facilitate program decision-making as new issues arise in areas such as but not limited to solution design & deployment, tooling and reporting, and cross-team collaboration.
Your Background
- The ability to influence product teams through a deep understanding of their practices and effective advocacy on behalf of the customer experience.
- Insatiable curiosity to find opportunities to improve. You devour data anywhere and everywhere you can find it, and you use it to build a picture of what to tackle next. When data isn’t available, you roll up your sleeves and work until you find what you need.
- The ability to identify areas where resources fall short of needs and provide thoughtful and sustainable solutions to benefit the team.
- Expertise in explaining ambiguous problems succinctly and clearly.
- An engaging leadership presence that comes across equally strong in person, over the video, and through your writing.
- Proven skills in program management of complex initiatives requiring cross-functional partnership. Ability to work across organizational boundaries to build alignment and drive closure on issues and results.
- Experience in strategic planning, shaping complex programs/projects, building relationships, and working with executives at all levels.
- An entrepreneurial spirit, priding yourself on getting things done with a high level of quality.
- An ability to thrive and adapt in a fast-paced, high-growth, and rapidly changing environment.
- Desire to motivate and support the success of others.